Below is a glossary and definitions of some common customer experience management terms.
We also have a call centre glossary if you are looking for call centre definitions.
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- Customer Onboarding
- Customer Satisfaction Index
- Loyalty Program Breakage Rates
- Customer Satisfaction Score
- Marketing Dashboard
- Marketing Scorecard
- Next Logical Product
- Retention Rate
- Save Programs
- Silent Attrition
- Trigger Marketing – See Event Based Marketing
- Up Sell (Up-Selling)
- What is a Good Net Promoter Score?
- Winback Program